One of the great challenges of customer service work in all areas is, well, the customers.
Handling the exact same support question from two different people can result in very different experiences for the person answering them. One might be a quick and pleasant interaction, the other an epic slog through danger and despair.
As professionals, we accept that this is sometimes what’s required, but wouldn’t it be nice if the cost of those more difficult conversations wasn’t only borne by the customer service team? Perhaps it would look something like this:
The Menu of Customer Service
If you'd like to view or print the full customer service menu, download the PDF here.